Impact of Mobile Banking on Banker, Customer and the General Public: Case Studey of Stanbic Banka

It has been established that increasing the role of technology in a service organisation can serve to reduce costs and improve service. For this reason the importance of understanding influences on customer adoption behaviour for mobile banking is increasingly important. This study examines customer preferences when interacting with their bank, with a particular focus on mobile banking usage and awareness. The questionnaire was issued to 60 participants who are retail customers. Through the analysis, the key indictors whether or not customers will use mobile banking were identified. The study reveals that people don't trust if their transactions will be safe if they use mobile banking. Security reflected to be the main worry in adopting mobile banking. A perceived usefulness and perceived ease of use both affect significantly usage intention in mobile banking.